Vendor Relationship Specialist

2 weeks ago

Charlotte, North Carolina, United States City of Charlotte Full time

Overview

The City of Charlotte is a major commerce center, hosting several of the nation's largest banks and technology companies. We strive to ensure that the community remains a thriving place to live, work, learn, and play.

SUMMARY

The Vendor Management Specialist will be responsible for ensuring compliance functions of vendors, tracking customer service metrics, and establishing trends for recommendations. The ideal candidate will serve as an administrative liaison between the department, vendor, and residents.

Major Duties and Responsibilities

  • Investigate unresolved and escalated customer complaints, record deficiencies, and notify the vendor and Vendor Management Supervisor.
  • Send communications of delays in service and service issues to interdepartmental staff and Vendor Management Supervisor.
  • Serve as an administrative liaison to address issues related to recycling collections.
  • Review monthly fines or penalties assessments to non-compliance work order tickets recommended for liquidated damages by Vendor Compliance Specialist.
  • Manage customer service work order tickets assigned in the system and follow up with residents, vendor, and Vendor Management Supervisor with appropriate resolution.
  • Identify operational inefficiencies and recommend resolutions.
  • Manage record request process, including tracking and recording public records inquiry to ensure departmental compliance.
  • Serve as an administrator for travel arrangements for staff to ensure compliance with City's travel guidelines and budgetary forms required.
  • Assist with creating and distributing recycling educational materials, letters, and mailings to deter compliance issues and address contamination concerns.
  • Manage hotlist database and track operational compliance improvements with vendors for residents.
  • Serve as administrative support for Vendor Management Supervisor.
  • Update 311 CSR recycling-related scripts and work closely with Community Engagement staff on customer service level collection concerns.
  • Prepare monthly sub-reports for reconciliation of liquidated damages assessments for Vendor Management Supervisor.
  • Prepare monthly recycling-related customer service detailed reports.
  • Serve as interdepartmental customer service liaison for recycling concerns during 311 Monthly Liaison meetings.
  • Track recycling work order ticket-related statistical data to create diagrams and charts for quarterly performance tracking reporting.
  • Maintain records, photographs, and case notes on compliance violators issued infractions/misdemeanor violations of City and County codes relating to Health and Sanitation.
  • Issue infraction/misdemeanor violation letters and remedial recycling education to repetitive violators.
  • Track vendor public information recycling education contribution for expenditures related to contamination, recycling initiatives, and pilot projects.
  • Work closely with Housing and Neighborhood Services Code Enforcement Division on recycling-related appeals and fine assessments.
  • Perform other duties as assigned.

Knowledge, Skills & Abilities

Knowledge of:

  • Basic PC-based software applications, business software, and database systems.
  • State statute, and City, State, and Federal requirements.
  • Records retention laws, policies, and procedures.
  • City policies, processes, and procedures.
  • Best practices for contract compliance.
  • Contracting processes and operational requirements.
  • Quality assurance and quality control.
  • Good knowledge of Logistics, Route Maps.

Skill in:

  • Interpersonal skills necessary to develop and maintain effective and appropriate working relationships.
  • Performing a variety of duties, often changing from one task to another of a different nature.
  • Interacting with public and government entities and vendors.
  • Attention to detail.
  • Decision making.
  • Strategic planning and critical thinking.
  • Making recommendations.
  • Data research, analysis, and evaluation.
  • Providing excellent customer service.
  • Organization and time management.
  • Contract review.
  • Troubleshooting and problem-solving techniques.
  • Communication and presentation skills.

Ability to:

  • Understand and carry out oral and written directions.
  • Accurately organize and maintain paper documents and electronic files.
  • Maintain the confidentiality of information and professional boundaries.
  • Communicate clearly and concisely in written and verbal communication.
  • Identify weak points and potential risks to operations.
  • Prepare accurate records and documentation.
  • Evaluate and interpret specifications for routes.
  • Make sound decisions.
  • Plan, prioritize, and organize work.

Minimum Qualifications

Required Education and Experience

Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities.

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry, and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check, or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

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